Dear Support team,

I like your products and we use them in our business. But I have one issue with SLA reporting.

I have special SLA rules for reaction time of Service Desk team. I'm going to create report query which presents SLA breach for Reaction Time.

It can be used for calulation: either column Responded Time (wo.RESPONDEDTIME) or Assigned Time (wos.ASSIGNEDTIME). However it is not based on operation hours.  I need something similar  to wo.TIMESPENTONREQ  - Resolution time) for Responded Time - which calulates time according to operation hours.

Do you konw how to calculated time for reaction/responded time to take into account only Operation hours.

Calculation like those:

 (wo.RESPONDEDTIME  - wo.CREATEDTIME)/1000/60   or  wos.ASSIGNEDTIME - wo.CREATEDTIME)/1000/60  gives wrong results.

e.g. Reaction Time = 30 min. when ticket is created 1 minute before ending operation hour that day shows next day SLA breach in starting operation hours next day. It is not trure due to 29 min left in next day.   I hope you konw what I mean.

Could you suggest me how to get correct results  including only operation hours in account?

Best Regards,

Marek (Poland)